Course Aim

To enable delegates who receive telephone calls from customers to deliver the highest standards of world-class service, whilst maximising all potential sales opportunities.

The programme is particularly suitable for people who work in a Call Centre environment and deal directly with customers over the telephone.

Course Objectives

By the end of this course the delegates will be able to:

• Explain the move from service to sales using appropriate language and timing
• Explain the importance of effective communication via the telephone
• Introduce and use a sales framework
• Construct questions in a sales context and listen effectively to what the customer is saying
• Explain products and services in a meaningful manner
• Describe how to gain customers commitment
• Describe how to implement a call monitoring system

Course content includes:

• World Class Customer Service
• What customers want
• Magic Moments
• Balancing customer needs
• World Class Sales and Service Skills
• Communication
• Sales Skills and knowledge
• Sales Framework and Call Guide
• Different stages of a sales Framework
• Welcome
• Identifying customer needs
• Presenting the solution
• Closing the Sale
• Handling challenging calls
• Optional for Sales Team Leaders
• Call monitoring
• Coaching

How the course works:

Delegates are given a clear understanding of the nature of telephone selling and the need for the customer to feel relaxed and not pressurised.

Telephone monitoring equipment can be used if requested, to give delegates the opportunity to practise their skills in a positive environment.

During the course, delegates produce a number of scripts using a structured approach with words and phrases that sound natural and involve the customer. Videos can be used to enhance the learning experience.

At the end of the course, delegates prepare a personal action plan, for use back at work.